The Human Resiliency Institute At Fordham
  • Conducts research
  • Offers training to help aviation workers cope with pressures from congestion, delays and high security.
Operating out of Fordham's Graduate School of Education, the Institute expands upon work initiated by Reclaiming the Sky, a non-profit that supported workers' resiliency after 9/11.

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Tom Murphy .org

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Aviation workers profiled, include (top left) Bernie Schettino, Tom Innace, Sue Baer. Front row, Terri Rizzuto, Toni Knisley and Debbie Roland, with author, Tom Murphy.

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Ten Resiliency
For Travelers

- Promoting Quality Service on Both Sides of the Counter -

How to take the Four Resiliency Traits taught to employees in "Resiliency Edge" and use them to take control and gain improved service when you travel.



Expect the unexpected. Sometime problems are beyond everyone's control.


Adjust to change, even when your blood is boiling. A "cooler" you will help our trained employees get to the root of your problem and find a solution.



Look for opportunities to “connect” with employees: smile, make eye contact, speak first with a greeting. (We’ve trained them to do the same thing!)


When working with an employee to solve a problem, don’t “dis” engage. Rome wasn’t built in a day – and sometimes getting an alternate solution to your problem can take time too.


When an employee helps you, especially when he or she comes up with a creative solution, say, “Thank you!”



The glass is never half empty if you always think of it as half full.


When something goes wrong, remember it could always be worse. If you buy that, now you're an optimist!



Don’t think about the problem you’re having, think ahead to the solution. (Continue to Number 9)


Don’t be shy. Suggest the solution you want. See again the “engagement” tip and work with the employee to achieve a solution that satisfies you.


Think of your problem as an opportunity to meet someone new and learn something you didn't know: that's combining adaptability, engagement, proaction - AND optimism!

NOTE: If you use any of these tips and they help you gain an improved service experience – share your story with us! And we’ll tell others!

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